Curious about service design?

Next BM Academy course:

May 139:00-17:00

MaastrichtThe Netherlands

€495/person

Service design

Customer experienceis the only source of competitive advantage left

Service design is a customer / user centric development process that helps you deliver a better customer experience. At a time when quality is universal, and you and your competitors say the same thing about the same thing at the same time, the customer experience is the only source of competitive advantage left.

The relationship between your customers is beyond your control. What they share is their experience of your brand. By learning to understand your customers, you can design their experience. A better experience delivers customer recommendations, which fuels over 92% of purchases!*

* Source: Nielsen

It isn’t the streetcar that makes the experience good. It is the timetable.

- Lucius Burckhardt, Design is invisible

In learning service design, you will first and foremost learn empathy. You’ll learn the methods and tools of how you can “walk a mile in your customer’s shoes,” to realise, that no matter how good the shoes, they won’t improve the pavement.

Understanding the customer’s motivation behind decisions, why they do things, not just what, will allow you to become not only customer centric, but customer responsive throughout your whole organisation.

Sneak a peekbehind the scenes

And it’s not only about your customer. It’s as much about internal processes and internal “customers”. Often, we presume that inside the organisation things will go automatically. However, often external services fail only because internal processes have failed to take into account how people really work. Change is something people resist unless they understand and “buy” the reason for change. Service design methods are equally applicable inside the company as outside.

This one day course will take you through the fundamentals of service design.

Why?

Why services need to be designed

What?

What methods to apply when in the process

How?

How to organise a service design team

You’ll also gain an overview of the whole process and where to look for inspiration. The course is designed to provide you with the tools to be able to continue learning independently. Information sources and tool templates will be provided, so that you can apply what you learned already the next day.

1 day courseintroduction to service design

Event dates

May 139:00-17:00

Location

MaastrichtThe Netherlands

Price (excl. VAT)

€495/person

Includes course pack and a free copy of the book “How to have your cake and eat it too.”

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“Service design is the most important design subspecialty you’ve never heard of.”

– FORRESTER

“Eighty-five percent of business leaders agree that traditional differentiators alone are no longer a sustainable business strategy.”

– SHAW & IVENS

“Ninety percent of North American firms view customer experience as important or critical to 2010 plans. Eighty percent of firms would like to use customer experience as a form of differentiation.”

– FORRESTER

“Seventy-one percent of business leaders believe that customer experience is the next corporate battleground.”